Desktop Support Specialist

Info-Ways; Quebec; On-site; CAD 42,000 - 65,000; Full time

Job summary

Info-Ways in Quebec City, Canada is seeking a Desktop Support Specialist to deliver hands-on technical assistance on-site. You will work with the OSS team, provide quality customer service, and resolve IT issues quickly to minimize downtime.

The role involves coordinating with IT teams, assisting users, performing hardware and software installs, and participating in the on-call rotation to support internal clients.

Responsibilities

• Resolves complex questions via calls or escalations and ensures customer satisfaction.
• Keeps up to date with product offerings and support policies to provide accurate solutions.
• Provides technical coaching to desktop services staff.
• Liaises with IT, other departments and vendors on major product issues.
• Installs and coordinates new hardware/software; follows up for satisfaction.
• Can lift up to 30 pounds and reposition PCs and equipment.
• Logs incidents and tasks accurately to meet service levels.
• Demonstrates initiative and resolves problems independently.
• Participates in rotating on-call IT support (24/7).
• Contributes to team projects as requested.

Job description

Role: Desktop Support Specialist

Location: Quebec City, Canada

Duration: 6+ Months

BGV will be done for the selected candidates.

JOB SUMMARY

As a member of the On Site Service (OSS) team associate will provides quality support with a high degree of customer service, technical expertise and timeliness. This position has frequent contact with users, peers and managers through telephone support (help desk) and field support (service requests and on site problem resolution). Works in a team environment to resolve customer problems and supports other members of the Desktop Services department in providing customer support. Provide hands‑on support to other IT teams including but not limited to Network Services, Business Applications, and other IT teams.

DUTIES AND RESPONSIBILITIES

• Researches, resolves and responds to complex questions received via telephone calls or escalations, and provides support on services in accordance with current standards. Follows up with user to ensure problem is resolved satisfactorily.
• Acquires and maintains knowledge of relevant product offerings, current support policies, and methods of support delivery, in order to provide technically accurate solutions to users.
• Develops and provides technical coaching and mentoring to other desktop services staff and company associates.
• May act as product liaison for major products, working with other areas of IT, other departments and third-party vendors to solve technical issues as needed.
• Installs new or upgraded hardware/software as assigned via service requests. Coordinates installation with the user and follows up to insure customer satisfaction.
• Must be able to manually lift up to thirty (30) pounds when moving and repositioning personal computers and ancillary equipment.
• Provide accurate and timely logging of customer incidents and tasks to meet agreed upon service levels.
• Demonstrate initiative and act independently to resolve problems.
• Participate as a member of the rotating IT on-call team that provides 24 hour support to internal customers, not all site require on-call participation.
• Participate in team projects as requested.

Additional Information

All your information will be kept confidential according to EEO guidelines.